The Unit Manager is responsible for building relationships, leading teams, managing operations improvements, conducting root cause analysis, coaching team members, ensuring quality and productivity, and complying with internal policies. They provide excellent customer service and assist with training new hires, making recommendations for workflow improvements based on data analysis and operational trends.
Description and Requirements
- Build excellent business relationship with customer groups, peers and seniors.
- Able to lead, innovate, implement best industry practices, motivate and work as a natural team-player in the business functions.
- Report, analyze and recommend Ops improvements in light of trends observed for disputes and queries.
- Root cause analysis of escalations to recommend changes in workflows, procedures, service levels based on customers demand.
- Suggest essential training & mentoring of team members resulting in building a customer satisfactory environment.
- Should be able to evolve/ specify training regimen to support process training for the processes identified for transition.
- Manage teams and ensure quality and productivity targets are met
- Motivate team members and control attrition
- Monitor transactions on an ongoing basis and take corrective steps where necessary or make incremental improvements.
- Provide coaching and feedback to team members to enable them to improve their performance.
- Assist new hires such that they are productive on the floor in the shortest possible time frame
- Handle escalations
- Provide inputs on process and system to the team members.
- Client Interaction, where required at the level of Supervisors
- Ensure compliance with internal policies and procedures, external regulations and information security standards.
- Collect and provide data required for various audits like ISO/COPC/ SOX, Internal Audit and Compliance etc.
- Ensure that all agents in their process know their goals and how they are linked to the Organization's quality policy
- Effectively manage queue and balancing of work loads
- Recommends and implements, if approved, improvements to workflow and departmental procedures.
- Completes monthly audits, while providing weekly feedback to supervisor, works closely with supervisor to identify training opportunities, and provides limited coaching as necessary.
- Provide back-up assistance in the unit as needed, including every job function within the unit.
- Perform other duties as assigned by the Supervisor or Management.
- Ability to provide basic reporting to various levels of management.
- Provide excellent customer service to all associates as well as internal and external customers.
- Responds promptly and calmly to changing events and situations.
- Effectively responds to actions and reactions when faced with difficult situations, negativity in the work place, or corporate policies that may not be agreed with
About MetLife
Recognized on Fortune magazine's list of the 2024 "World's Most Admired Companies" and Fortune World's 25 Best Workplaces™ for 2024, MetLife , through its subsidiaries and affiliates, is one of the world's leading financial services companies; providing insurance, annuities, employee benefits and asset management to individual and institutional customers. With operations in more than 40 markets, we hold leading positions in the United States, Latin America, Asia, Europe, and the Middle East.
Our purpose is simple - to help our colleagues, customers, communities, and the world at large create a more confident future. United by purpose and guided by empathy, we're inspired to transform the next century in financial services.
At MetLife, it's #AllTogetherPossible . Join us!
#BI-Hybrid
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